Director-Call Center Operations

Job description

This position requires office presence of 5 days per week and is only located in the location(s) posted. Role Overview : As the Director-Call Center Operations, you will develop and execute strategies to deliver exceptional customer service to AT&T Consumer customers via chat. This role involves driving innovation and transformation across AT&T’s digital chat platforms, ensuring alignment with business objectives, enhancing customer experiences, and delivering measurable growth. You will collaborate with senior leadership and key stakeholders to evolve AT&T’s digital platforms to meet customer expectations. This position requires a strong background in chat platform technology, including asynchronous messaging, and leadership experience in managing high-performing external vendor teams to achieve operational excellence. Key Responsibilities: • Strategic Leadership: Develop and implement operational strategies to enhance customer engagement, optimize digital platforms, and drive measurable growth within AT&T's digital ecosystem. • Vendor Management: Lead and oversee mobility and broadband vendor operations teams to ensure efficient service delivery across various Consumer business lines (sales, service, retention, tech, and social media). • Partner: Build strong cross-functional partnerships with key departments to align priorities, remove barriers, and deliver a seamless, outstanding customer experience. • Data-Driven Insights: Leverage analytics and user insights to identify opportunities and challenges, influence stakeholders, and deploy emerging technologies that prioritize the customer experience. • Digital Transformation: Drive platform optimization and expansion to align with business goals and emerging digital trends. Qualifications: Required: • Education: Bachelor’s degree in Business, Administration, Computer Science, or a related field (advanced degree such as MBA preferred). • Experience: o 5-7+ years in digital strategy, platform management, or related roles. o Proven expertise in leading large vendor operations, including managing and developing high performing teams. • Technical Skills: Strong analytical mindset with experience using data-driven insights to optimize performance. • Collaboration: Ability to navigate and succeed in a highly matrixed organization while building strong relationships across departments. Preferred: • Experience in large-scale digital operations and transformation initiatives. • Familiarity with emerging digital trends, technologies, and performance measurement frameworks. • Six Sigma/Gen AI experience in customer care operations is encouraged. Desired Outcomes: • Market Differentiation: Position AT&T as a leader in digital customer care, fueling long-term growth. • Data-Driven Strategy: Implement processes to enhance customer journeys, improve site performance, and drive digital sales growth. • Technology Enhancements: Develop robust, scalable, and secure digital infrastructure that seamlessly integrates emerging technologies to improve customer experiences. Key Traits for Success • Strategic Vision: Ability to develop and execute strategies aligned with business goals and deliver impactful results. • Innovative Leadership: Foster a culture of continuous improvement and innovation within teams and operations. • Collaborative Approach: Skilled in building strong relationships across cross-functional teams and influencing decision makers. • Data-Driven Decision Making: Analytical mindset with expertise in leveraging data to inform strategies and operational improvements. • Adaptability: Agile and proactive in a fast-paced, evolving digital landscape. • Communication: Excellent leadership, communication, and project management skills. • Initiative: Self-starter who thrives in dynamic environments and takes ownership of challenges. Benefits and Perks: Why This Role is Exciting: This position offers the opportunity to lead AT&T’s digital platform evolution and shape the future of customer experiences in the telecommunications industry. As a key leader, you will play a pivotal role in driving innovation, operational excellence, and customer satisfaction while contributing to AT&T’s long-term success Our Director-Call Center Operations jobs earn between $158,200.00 - $237,400.00 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training. Joining our team comes with amazing perks and benefits: Medical/Dental/Vision coverage 401(k) plan Tuition reimbursement program Paid Parental Leave Paid Caregiver Leave Additional sick leave beyond what state and local law require may be available but is unprotected Adoption Reimbursement Disability Benefits (short term and long term) Life and Accidental Death Insurance Supplemental benefit programs: critical illness/accident hospital indemnity/group legal Employee Assistance Programs (EAP) Extensive employee wellness programs Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone Long Term Grants and Deferred Compensation Paid Time Off and Holidays (based on date of hire, at least 28 days of vacation each year and 9 company-designated holidays Weekly Hours: 40 Time Type: Regular Location: Dallas, Texas Salary Range: $158,200.00 - $237,400.00 AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here .